Andersen balance 24-939 is not holding up sash.

I purchased (2) 24-939 on order # 731211. They are not holding up the sashes. I have purchased these balances before for the exact same windows and they worked well.
What is going on?

Tom from SWISCO responded:

March 23, 2016

It's hard to say. Can you tell me what each stamp on the old balances read? That is the best way for us to confirm whether the 24-939 is the proper replacement. There may have been some variance in weight between this window and the other window you mentioned that would require a different strength balance, but the only way to know for sure is to know the stamps on your old one. It may be better if you take pictures of the old stamps; sometimes seeing how they're printed is as important as the stamp itself.

A quick learner says:

March 23, 2016

SORRY i DO NOT HAVE THE OLD BALANCES ANYTHING ELSE WE CAN DO
THANKS

Tom from SWISCO responded:

March 24, 2016

That will definitely make things harder. Give me the height and width of the visible glass for the sash you're having trouble with. We will try to estimate the proper replacement based on that information.

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